Digital first changes everything
Re-engineering customer journeys, employee experiences and operational processes – all at once.
Belron fixes, replaces and recalibrates vehicle glass—and they’re great at it.
To stay on their impressive growth curve, they came to us to re-think… pretty much everything. We dug in and developed a digital-first customer, employee and operational experience across their services.
That’s our idea of fun.
We analysed over 500,000 consumer insights, leading to 4 global personas , each with a detailed customer journey map.
We hosted over 35 design workshops to understand the current market situation and set the future vision.
We designed streamlined customer and employee experiences for each service, both in-branch and on mobile.
We produced 4 end-to-end global customer journey maps for the UK, France Germany and the USA, alongside 3 global micro journey maps to reflect the future-state employee experience, technology components and data solutions.
We helped generate a whopping 247 customer and employee experience ideas, consolidated into 46 propositions, supported by over 500 user stories capturing the key features from each proposition.
customer insights analysed
minimum annual run-rate benefit upon implementation
of the business pain points addressed